Service Desk Team Leader

4 days ago

Parramatta, Australia Aruma Full time

Location: Flexible location - NSW / VIC / BNE / QLD / ACT
- Full Time Perm

**Your opportunity**

The **Service Desk Team Leader** plays an integral role in the success of our services and the achievement of our vision, mission, and organisational objectives. The Team Leader manages, leads, and works alongside the Level 1 Service Desk team providing customer service and tech support for their Aruma colleagues.

The TL maintains service standards, coaches, and supports staff, and manages complex requests. They recognise the right of people with disabilities to inclusion, participation, and self-determination. Their personal values align with those of Aruma, and this is demonstrated in their work daily.

**Your responsibilities**
- Support and coach up to five first level Service Desk staff, providing guidance in troubleshooting technical problems.
- Prompt response to first level calls, accurate information gathering including relevant business context, investigation and providing a resolution for the incident.
- Ensure normal service is restored as quickly as possible to the business once an issue has been identified/logged, and prompt escalation of calls to Level 2/3 or service providers when necessary.
- System documentation and IT knowledge base is maintained and updated, and inaccurate or old pages retired.
- Ensure confidentiality and security of information is effectively maintained, property, plant, and equipment are adequately maintained to protect assets and ensure safety.

**About you**
- Tertiary qualifications in customer service or people management - IT Industry certifications (e.g., Cisco or Microsoft).
- Ability to recognise and prioritise urgent or important issues
- Experience using and supporting Microsoft desktop productivity tools.
- Some understanding of corporate computer systems (networks, servers, etc.).
- Empathy, determination, and resilience.
- Experience managing, leading, and working alongside a small IT or customer service team.

**What we offer**
- Genuine flexibility in this Hybrid role - work from home or combining days in the office and the balance from home. Our offices are shared spaces, and everything is bookable.
- As a charitable organisation, our staff benefit from some Fringe Benefit Tax exemptions through salary packaging up to $15,900 p.a + up to $2,650 p.a on meal & entertainment.
- Salary package living expenses (i.e., mortgage, loan, credit card repayments) meal and entertainment (dining out), vehicle (new or used).
- We offer employees and their immediate family members access to a confidential, impartial, and professional counselling service.
- Corporate health plans with Bupa.
- Fitness Passport.

**Culture

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